Manager, Customer Care & Technical Services - The Toro Company

The Toro Company•Riverside, CA

10d•$95,493 - $160,000•Onsite

About The Position

The Toro Company has an opening at its office in Riverside, California, for a Manager, Customer Care & Technical Service position. This role involves managing specific product categories to maintain existing markets and identify future product development and growth opportunities. The position drives new product development, establishes technical product specifications, and coordinates activities with internal teams and external partners. It also provides input into internal development projects, assists in planning sales volume, profit contribution, and ROI, and directs administrative activities related to product manufacturing or service provision. The role requires maintaining technical data and support materials for distributors and end-users, leading after-sales support and customer care processes, and administering the existing product line with monthly audits of sales volume and profits. Responsibilities include defining new product requirements based on field input, coordinating with R&D and manufacturing, executing product development plans, setting specifications, establishing cost goals, monitoring engineering projects, and developing product-marketing strategies. The position also involves providing expert assistance with telematics and automation systems (Lora, GPS, GPRS, Wi-Fi), utilizing advanced data analytics (Power BI, Tableau) for customer care process improvement, implementing machine learning techniques (classification, decision trees, regression) for enhanced customer solutions and decision-making, and using Python for algorithms and workflows, SQL for data manipulation, and developing optimization models. Additionally, it requires applying supervised and unsupervised machine learning for AI-driven customer care solutions, developing new product launch materials, sales collateral, training resources, maintaining competitive evaluations, administering product training, and maintaining technical publications. The position requires 5% travel.

Requirements

Master’s degree in Business Administration, Business Analytics, or Marketing.
At least 2 years of experience in a product management role.
At least 2 years of experience in the agriculture industry and agricultural product development.
At least 2 years of experience managing cross functional teams.
At least 2 years of experience in Power BI, Tableau, Python, and SQL.
At least 1 year of experience in product or sales management within the drip irrigation industry.
At least 1 year of experience in data analysis and machine learning.

Responsibilities

Manage specific product categories to maintain existing markets, while also identifying future product development and growth opportunities related to the core products.
Drive new product development within this product group, establish technical product specifications, coordinate and track all activities with internal and with outside partner suppliers.
Provide input into internal development projects and assist in planning sales volume, profit contribution and ROI.
Direct administrative activities directly related to making products or providing services.
Maintain technical data and support materials to assist distributors and end-users to provide input into development of marketing support materials.
Lead and enhance after-sales support and customer care processes to ensure a superior customer experience.
Administer and maintain the existing product line; perform monthly audits of sales volume and profits to identify areas for improvement.
Define requirements for new products based on field input from distributors, sales force, and installers.
Coordinate with R&D and manufacturing to ensure products meet expectations.
Execute divisional product development plans, set specifications, establish cost goals, and monitor engineering projects.
Develop or implement product-marketing strategies.
Provide expert assistance with telematics and automation systems, including Lora, GPS, GPRS, and Wi-Fi technologies.
Utilize advanced data analytics to improve customer care processes.
Develop actionable reports using tools like Power BI or Tableau.
Implement machine learning techniques (classification, decision trees, regression) to enhance customer solutions and improve decision-making.
Utilize Python for algorithms and workflows, SQL for data manipulation, and develop optimization models.
Apply supervised and unsupervised machine learning for AI-driven customer care solutions.
Develop new product launch materials, sales collateral, training resources, and maintain competitive evaluations.
Administer product training and maintain technical publications.